This is a talent pooling job requisition. Amazon is looking to engage talent for future vacancies in the ACES Team.
The Customer Service (CS) Amazon Customer Excellence System (ACES) ACES Kaizen Promotion Officer (KPO) or Continuous Process Improvement Specialist will assist with and drive continuous improvements with CS processes, align local priorities with customer requirements and partner with the Worldwide CS ACES team to implement changes throughout the CS network.
The incumbent will also lead process improvement projects, facilitate meetings, and deliver training on process improvement concepts and techniques as appropriate.
This role reports directly to the ACES Manager.
Key Responsibilities :
Facilitates the execution of the WW ACES strategy through local management and support teams.
Coaches and trains local management, CS Associates and project teams on ACES concepts and methodologies.
Performs quantitative analysis of key process indicators to identify opportunities for process improvement.
Demonstrates discretion in coordination of project scoping and selection to align with business objectives.
Oversees segment of site project portfolio as assigned, assisting individual project managers with execution and delivery of results.
Audits completed projects to verify sustained impact and partners with Financial Controller to validate impact.
Leads and facilitates projects in scope from Kaizen event level to complex continuous improvement projects.
Help drive site communication, including project updates and other initiatives through approved site communication plan.
Manages projects as assigned by manager.
Attend meetings as necessary to facilitate growth and network-wide parity.
Basic Qualifications :
Bachelor's degree or equivalent post-secondary degree external only) or two years Amazon experience.
Experience using Customer analysis to drive improvements through the application of Lean and / or Six Sigma tools and concepts.
3+ years Project management experience.
Experience in or demonstrated ability to lead people / teams without formal responsibility and interacting and building rapport with teams of all levels
Experience communicating and presenting to groups
Proficiency with Microsoft Office products
Fluent in German (written and verbal)
Preferred Qualifications :
Experience leading and / or participating in structured process improvement activities such as Kaizen Events
Lean Six Sigma, Green or Black Belt Cerification
Experience managing a project portfolio.
Mastery of SQL, SharePoint, Excel, Power Point, Word and Statistical package (e.g. JMP or Minitab)
Strong analytical background - 7 Quality tools, SPC, Hypothesis Testing, Regression Analysis
Advanced degree (technical or MBA) preferred
Strong communication verbal and written communication skills.
Self-starter capable to taking initiative and working with minimal direction.